Tech Support Team Lead — Performance & Coaching

IBEX Global Solutions (Philippines) Inc.; Mandaluyong; On-site; PHP 600,000 - 900,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Team Manager to lead the account, motivate the team, and coordinate activities to reach defined service levels and ensure professional call handling.

The role requires coaching, performance management and strong communication to drive metrics, with oversight of training and escalated issues. The ideal candidate will guide a team of agents, monitor performance, and adapt operations to meet SLAs under the supervision of Site Operations,

Qualifications

• Strong verbal and written communication skills.
• Ability to coach, mentor and develop agents.
• Analytical mindset with data-driven decision making.
• Effective problem-solving and conflict resolution skills.
• Collaborative mindset and team-oriented.

Responsibilities

• Provides direction and guidance to guarantee achievement of key performance metrics.
• Measures and reports metric goal attainment for the assigned team.
• Communicates client and campaign issues to Operations management.
• Coaches and develops agents for skills expansion and promotions.
• Manages training needs and ensures adherence to service levels.

Skills

Communication

Leadership

Analytical

Problem solving

Team player

Job description

IBEX Global Solutions (Philippines) Inc. is seeking a Team Manager to lead the account, motivate the team, and coordinate activities to reach defined service levels and ensure professional call handling.

The role requires coaching, performance management and strong communication to drive metrics, with oversight of training and escalated issues. The ideal candidate will guide a team of agents, monitor performance, and adapt operations to meet SLAs under the supervision of Site Operations,